Customer satisfaction in housebuilders remains steady

Nine out of 10 new build home buyers would recommend their builder to a friend, according to the Home Builders Federation (HBF). 

It is the fourth successive year that the industry has achieved a score of 90% or above in the annual customer satisfaction survey. 

While last year saw some of the country’s biggest housebuilders downgraded, 2024 was relatively more stable. 

Of 49 housebuilders surveyed this year, just six experienced a change in rating. 

Castle Green Homes and Stonebond Properties lost a star, dropping from a five-star rating to four stars. 

Meanwhile, Orbit Homes, Thakeham Homes, and Wainhomes improved to gain a five-star rating. 

Tilia Homes also gained a star, moving from three to four. 

The results cover a period from October 2022 to September 2023 and are based on surveys sent to purchasers eight weeks after they move in. 

This year, 87% of respondents said they were satisfied with the quality of their home and when respondents were asked about the service and completion time provided by their builder, 85% were satisfied with the service provided during the buying process and 79% were satisfied with their completion time. 

In the 2023 results, 88% were satisfied with the quality of their home and 77% were satisfied with completion time. 

Net promoter score increased by two points this year, up to 44. 

>> Housing Ombudsman signs memorandum of understanding with new build homes watchdog

This year the Competition and Markets Authority’s housebuilding market report made a number of recommendations about build quality and customer service, including the introduction of a single mandatory consumer code and access to an ombudsman for all new home buyers. 

Stewart Baseley, executive chair of the Home Builders Federation (HBF) said: “Over recent years there has been a huge industry focus on service and quality and this is the fourth year in a row where over 90% of new home buyers would recommend their builder to a friend.  

“We fully support the CMA’s recommendation for a single mandatory industry consumer code and the provision of access to the new homes ombudsman for all customers that will lead to further increases in quality and service standards across the board.  

“For a company to achieve 5-star levels of satisfaction is a significant achievement and shows the commitment from everyone within the organisation to the customer.”